Shipping policy

Shipping Policy

Last updated: September 28, 2026

At Petly, we want you to know what to expect when ordering from us. This policy explains our shipping destinations, processing times, delivery estimates, and how to get help with your delivery.

Shipping destinations

We currently ship to eligible addresses within the United States. Available shipping services depend on your delivery address and are displayed at checkout.

If checkout does not offer shipping to your address, please contact support@shoppetly.com before placing an order.

Order processing

Orders are normally processed within 1-3 business days after payment is confirmed.

Processing time is separate from shipping transit time. If an item has a different processing schedule, we will disclose it on the product page or before you complete your purchase.

For this policy, business days are Monday through Friday, excluding applicable public holidays.

Estimated delivery time

Standard delivery is estimated at 3–7 business days after your order has been dispatched.

Your total estimated delivery time is the order processing time plus the shipping transit time. Delivery dates are estimates unless we expressly identify a service as guaranteed.

Carrier disruptions, severe weather, public holidays, and customs processing, where applicable, may affect delivery. If we become aware of a significant delay, we will communicate the information available to us.

Shipping charges

Available shipping methods and their charges are displayed at checkout before payment.

If free shipping is offered, its eligibility requirements will be stated on our website or at checkout.

Shipping confirmation and tracking

We will send a shipping confirmation to the email address provided with your order when it is dispatched. Tracking information will be included when available.

Tracking updates may not appear immediately after the shipping confirmation is issued.

Separate packages

Items in the same order may arrive in separate packages. Where available, we will provide tracking information for each shipment. We will not add shipping charges after checkout simply because we divide an order into multiple packages.

Address changes and cancellations

Please check your shipping address carefully before completing your order.

If you need to change an address or cancel an order, email support@shoppetly.com as soon as possible and include your order number. We will try to accommodate your request, but changes may not be possible once an order has been processed or dispatched.

This does not limit any cancellation rights you have under applicable law.

Shipping delays

If we cannot ship within the timeframe promised when you ordered, we will notify you, explain the revised shipping timeframe where available, and offer the choice of accepting the delay or cancelling the unshipped items for a full refund.

Where required, we will obtain your consent to the delay. If you cancel, or if we cannot obtain any consent required by law, we will refund the unshipped items and any applicable shipping charges promptly, within the legally required timeframe.

Missing or undelivered packages

If your order has not arrived within the estimated delivery window, contact support@shoppetly.com with your order number.

If tracking shows “delivered” but you cannot find the package, please check the delivery location, household members, building reception, and any carrier delivery notes. Then contact us so we can help investigate.

We will review delivery issues with the relevant fulfillment partner or carrier and arrange an appropriate resolution, including a replacement or refund where applicable. A carrier status alone does not remove your rights under applicable law.

Damaged or incorrect items

If an item arrives damaged or you receive the wrong item, contact support@shoppetly.com as soon as reasonably possible.

Include your order number, a description of the issue, and photographs of the item and packaging if available. Keep the packaging while we review the issue. We will help arrange an appropriate resolution.

International fulfillment and import charges

Some orders may be dispatched through fulfillment partners outside the United States.

Import duties and taxes: Orders are currently available for delivery within the United States only. Customers are not expected to pay international import duties or customs charges for domestic U.S. deliveries. Any applicable sales tax is calculated or collected at checkout where required.

Returns

Petly offers a 30-day return request window from delivery, subject to the eligibility conditions in our Return and Refund Policy.

Please contact us before sending a return so we can provide the correct instructions and return address. Do not send items to an address on the shipping package unless we have confirmed it as the return destination.

Read our Return and Refund Policy:
https://shoppetly.com/policies/refund-policy